I am a FiOS triple play subscriber for something like a decade. Decided to finally enable voicemail on the home phone. I couldn't enable it in the web UI (submit button would never enable), so I live chatted with support. After talking with 4 people over the course of more than an hour they concluded that I could not order voicemail without adding a new router for $12 a month extra.
I was blown away by this on two counts. Once was the forced upsell (I use my own router) to turn on an included feature. The other was the fact that there was no escalation path or way for them to open a ticket to get this resolved. I think any analysis of the situation on the part of Verizon would concluude in overriding this policy since I have paid nearly $200/month to them for a long, long time. Pretty bad business to **bleep** off a high value customer that also lives in a community with Xfinity has a choice.
This was a vent, but I wanted to get it out there to hopefully allow me to resolve my specific issue but I also hope that someone from Verizon will bring this forward. There are clearly issues that need to get resolved. The fact that I have to use a forum like this to express my problem (vs. being able to submit an email to someone in support) is another example that there are some real gaps in customer care going on.
Start a new topic or ask questions in the open forum.
